Metrics for IT service management

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Van Haren Publishing, Apr 26, 2006 - Business & Economics - 202 pages
5 Reviews
The ability to organise and measure performance is a key part of the implementation of IT Service Management processes. This publication contains practical information on the provision of useful and meaningful metrics, as well as how best to use them within an organisation, including generic principles (such as SMART and KISS), specific examples and templates for the use of each metricAll metrics discussed are directly related to process objectives, in order to help create a service-focused management system. This publication complements the ITIL, CobiT and ISO20000 service management principles.

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i like this book very much, it's help full in for understanding the main concepts of ITIL. thank you

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Very sensible advice, well worth a read for anyone working on or responsible for a Service Desk.

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About the author (2006)

Peter Brooks is Tripp Professor of Humanities at Yale University.

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